Work type: Hybrid Location: Chacara Santo Antonio, Sao Paulo, Brazil
Responsibilities
Act as a recognized technical expert and leader for Premium Support customers across the SUSE and/or Rancher portfolio, addressing highly complex technical issues via email, phone, and on-site engagements.
Provide leadership and strategic direction in conjunction with the appropriate Service Delivery Manager (SDM), effectively managing and resolving high-impact escalation situations. Problem‑solving skills will be crucial in diagnosing and resolving intricate technical challenges with innovative and sustainable solutions.
Own the end‑to‑end resolution of complex support tickets, ensuring timely and effective solutions that meet customer expectations and drive satisfaction.
Manage the delivery of comprehensive Service Reviews, including the creation of associated documentation and communications, effectively artic...